What is CRM (Customer Relationship Management)The term CRM, or Customer Relationship Management, is a term open to interpretation and can mean different things to different people in different situations but there are four aspects to customer relationship management systems, the first three of which are essential for a system to claim it is a true CRM:
- Contact Management: the holding of static details such as name, address, contact preferences
- Sales Force Automation: process management such as interaction notes, forecasts, pipeline management and quote production
- Marketing Information Systems: this includes segmentation and campaign tools such as managing campaign budgets, i.e. the ability to specify target groups by static and transactional information and create activities
- Service Management: contract management and call logging and progression.
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